Ashford.com

I purchased a Rado watch from ashford,order number is ***.and paid $550,but when I received the watch,I found it was A Skagen watch,not Rado.Then I contact customer service,and send photo to them .Then the agent confirmed they make a mistake ,and send wrong watch to me,they will correct the fault,and will arrange a reshipment.So,I return the wrong watch to them,and the return watch delivered on Aug **,but they did not arrange a reshipment yet.During these time,I contacted the customer service times,first time,I told them to reship it ASAP,but they did not ship the watch out,so,senond time,I told the agent to process a refund ,not a reshipment,because it take too long time now.And the agent promised me that they will issue a refund few days laterBut on Aug **,they send me an email told me that,the watch they received not send by them,and told me to return the watch again!!Oh,god!That is the only watch I received,I already returned to them,now,they told me to return it again!!

From their website: "Ashford.com warrants all of our products to be brand new, unworn, 100% genuine and free of defects." I ordered a watch on January **, and received a defective watch that did not keep timeThe correct time was set and the watch was set back in the box and observed I called their customer service and was offered an exchange OR an RMA and prepaid return shippingI returned it to them for a full refund
Only after I filed a dispute with my credit card company about not receiving a refund did they tell me there was an issue with the watch and that they would not refundThey made claims, one which one was that the bezel was scratched and said that they would send to manufacturer for repair and it would be returned to me in about monthsI disputed their claims (picture that proved the bezel was not scratched) with my credit card company and got a credit which was just reversed on 6/*/because Ashford stated that the watch had been worn for days

Hello,
Thank you for your attention to this matter...please allow me to reply
First, the reason the customer had to pay for his repair costs is due to the test results we found once we received his watch into our repair facility. The watch was put into an air chamber, and tested to see
if the pressure inside the watch fluctuated when air pressure was applied. The watch held up just fine...meaning, the case, crystal and gaskets held to the manufacturer's specified water resistance level. When this occurs, the watch is considered fine and the repair costs is not covered under warranty as the damages caused must have exceeded the manufacturer's specifications
Second, the customer contacted us on April **, 2014...a full months after receiving this item. We received this item into our repair facility on April **, 2014. We repaired and tested this item to ensure the repair was successful, and then shipped the item back to the customer on July *, via UPS tracking number***...this timeframe equals weeks...not months. Our standard repair timeframe is 4-weeks...so we met this expectation
Third, when in the repair department, we found dirt inside the crown...this did not allow the crown to completely close; therefore, moisture entered the watch. Moisture doesn't have to be actual water...as humidity and climate also play a huge part in water issues. Moving from warm or hot temperatures, into air conditioned areas can also cause a dramatic shift in air temperature inside the watch...therefore creating a foggy appearance under the crystal
Lastly, the chronograph button was not tampered with in order to fix this item. If the button is not working properly now; that is purely circumstantial...and cannot be blamed on the previous repair. Of course, we are more than happy to evaluate the item to ensure that it can be corrected. Also, we're more than happy to test the watch for water resistance to see if the gaskets are holding up properly
At this time, we cannot just refund the customer for the item...it is covered for years under warranty, where applicable, and not damaged by excessive use or exceeding the specifications set by the manufacturer. We are more than happy to assist the customer again...or he may take his item to a local authorized repair facility if he does not trust our repair work
Unfortunately, since the policy clearly states that any used/worn item cannot be replaced or refunded...I cannot offer that option. I can; however, make sure the second repair is not charged...we'll repair it under warranty as a concession for the inconvenience
If the customer chooses to have this item repaired again...I'm happy to set up the Repair Order and send him a prepaid shipping label to return the item back to us...he need only say the word
I'll await his reply to this complaint, writing that he accepts this offer. If so, I would consider this matter closed
Thank you for your time!
Kindly,
*** ***
*** *** ***
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*** *** ***
***

Dear Revdex.com:
Good day! On November, I bought a Zenith watch with No*** from AshFord.comAfter I Purchased the watch the following months, due to some reasons, I occasionally wears it for no more than times with great care, as they can see the watch, it’s like brand newSomehow, my watch stopped working for more than one year ago from October
Because I am not in the States all the time, I asked my friend in state ** *** *** to help me to solve this unexpected happened issueWe sent the watch to Ashford to repair three months ago, Somehow Zenith company need the warranty card which AshFord did not provide it to me but only a purchase listFor the past half year, we were writing FOUTH times and making several phone calls to complain to AshfordSo far, there is no any positive answer from themI am not satisfied with Ashford.com company after service at allI have no further noticed by AshfordTherefore, I requested to get refund my money as following reaso

On 2016-11-**, I bought RAYMOND WEIL WOMEN'S JASMINE at AshfordI am disappointed because I have not got itThe order number is *** .I pad it for Visa

I ordered a watch, and the day I opened it to wear, it did not work The customer service associate stated that it is the battery I'm not sure how a battery in such a high quality watch dies between the time it's shipped to the time it's received, but my theory is they're knowingly selling defective watches as a battery last two years or more From the reviews I've read this is common practice with Ashford They are to send a return number so I can return the item for a refund but they also conveniently ask that tags be attached Why would tags be attached if one is putting on the item to wear?

I bought watches in Sep, delivery to China, unfortunately, these watches were rejected by custom, and return to ashford HongKong on Dec*Now ashford HK need me to pay more $1635.27(Hong Kong dollar) for serviceI can not accept the fees, it is unreasonableAshford promise to ship free these watches to China mainland, but they can not do it, and request me to HongKong to get the watches, and pay so high service feesI contact ashford US many times, they do nothing and ask me to contack ashford HKThe point is Ashford unable to perform the contract, and request me to another city to get the watches and pay high service feesBut I bought watches from US, what is the business of ashford HK, why I have to pay for themCould Revdex.com help me to handle this trouble, Thank you very much

I have been thoroughly disappointed with this businessI purchased a watch that is not working properly and have attempted multiple times to get a hold of them for the returnMost of the times my attempts are unsuccessful as they place on hold for half an hour at the time and when my time comes, they disconnect saying they are having phone issuesThe sales department is never hard to reach, and whenever I call them they transfer me to customer service and the saga beginsWhen I was fortunate enough to get a hold of them, they said they will send the information via emailThat was Thursday and I have not received anything, despite calling them back multiple times

My husband bought a watch for me from the vendor through their eBay store as a present for my birthdayThe watch was defective and the gold plating was coming offMy husband contacted the vendor and after several communications back and forth, the vendor finally said that they would refund him the full purchase price if we returned the defective watchWe immediately sent it to the vendor and the vendor received it on 2/**/We waited several weeks yet still hadn’t received the promised refund, we then followed up with the vendor and they said they repaired it and were going to send it back to usWe replied that we had already purchased a replacement watch as we were told we would be getting a full refund and we didn’t want this watch returnedAfter several communications back and forth we said we would refuse shipment of the returned watch once it was shipped so that it would be returned (yet again) to the vendorThe vendor said that this was fine and they would process the f

Quick sale and good price with quick delivery but poor after sale service and communication

I bought a Movado watch from ***, the watch was defective, the chronograph second hand wasn't prefectIy aligned at the center of o'clock, and it can't be fixed by recalibrating the watchI called Movado company and I've asked them about the issue with the second hand, Movado rep said it's an issue with the watch, and if I bought the watch from them they would issue me a refund or a replacementI reported the issue to *** on the same day that I received the watch on, I discovered the issue after I resized the watch, but I've already informed *** that I've resized the watch, and they told me to send it back to them to check it, the rep confirmed to me over the phone that if the second hand is not perfectly aligned it's a defect, and she asked me to send the watch back and if they found it to be defective they will issue me a refund or a replacement if I want, but they lied
After I sent the watch to them they sent me an email mentioning that they are going t

Following placing my order and payment being authorised by my bank, I was told a week later that my order was placed on hold and wouldnt be delivered unless I provided a full copy of my ID (Govt.Issue) & BOTH SIDES of the oayment card used in the purchase When I queries this - I was told it was standard verification procedure to prevent fraud However it is NOT cited in the Terms & Conditions of purchase at all, I have NEVER been asked to provide such sensitive personal data before particularly for an item costing less than $and frankly this exposes me to fraud as Ashford would have my payment details AND my ID I have not recieved a satisfactory explanation as to why this is necessary from Ashford This has caused me a great deal of inconvenience as it was an item purchased as a gift for my sister (who lives in Canada) & will now cost me a great deal more to buy and ship from elsewhere
Please advise if this is standard purchasing procedure and how I can orote

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
After all these days,I got a response finally. There are three points I should make clear. First, I have to say again and again that I am willing to pay the customs tax, more than willing. Like the proverb, I would if I could. The package is overvalued and Chinese customs can not clear it. Second, you never mention anything like overvalue or stuff like that when I made the purchase. What's more , SF express makes it clear that they only receive package with one article. By comparing the shipments you offered, congratulations, you successfully confused me. Third, you tell me and Revdex.com that you can not get the package back because it is confiscated by Chinese customs as if you will give me a full refund if you could get the package back. You are looking for an unwise excuse. *** contacted me and confirmed that they could sent the package back if they got consent from Ashford. Your actions could be called fraud. I was so so so helpless at that time. You told me I lost my money and the package. How can you do this to your customer. To look at the bright side, to believe you are good, to believe you do not know some obvious customs regulations , then you are not qualified to run international business. It is a gift for my brother, and I missed the occasion. Then I thought maybe NEW YEAR. It's gone, and I missed it again. I am so disappointed that you never really even tried to solve it by just looking for excuse
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
After all these days,I got a response finallyThere are three points I should make clearFirst, I have to say again and again that I am willing to pay the customs tax, more than willingLike the proverb, I would if I couldThe package is overvalued and Chinese customs can not clear itSecond, you never mention anything like overvalue or stuff like that when I made the purchaseWhat's more , SF express makes it clear that they only receive package with one articleBy comparing the shipments you offered, congratulations, you successfully confused meThird, you tell me and Revdex.com that you can not get the package back because it is confiscated by Chinese customs as if you will give me a full refund if you could get the package backYou are looking for an unwise excuse*** contacted me and confirmed that they could sent the package back if they got consent from AshfordYour actions could be called fraud I was so so so helpless at that timeYou told me I lost my money and the packageHow can you do this to your customerTo look at the bright side, to believe you are good, to believe you do not know some obvious customs regulations , then you are not qualified to run international businessIt is a gift for my brother, and I missed the occasionThen I thought maybe NEW YEAR. It's gone, and I missed it againI am so disappointed that you never really even tried to solve it by just looking for excuse

I bought a watch from ashfordIt charged me $for shipping to Canada with *** expeditedWhen I found they charge $with *** Express, I asked the customer service why charge me moreFirst customer service told me they only have one shipping option, which $with *** ExpressI send them the picture of my order, which indicated I was charged $The second customer service told because I chose a faster shipping method, which is *** ExpeditedIt looks like a jokeEveryone except the customer service knows Express is faster than ExpeditedI am not satisfied with their customer service, so I refused to pay the duty and tax to ***The third customer service told me they will charge me another $for returning the packageI don't know how they calculate this fee

To: Officer-in-Charge:
I would like to lodge a report against Ashford.com for a purchase I’ve made onlineThe following is the time-line of events:
On ** July 2016, online purchase was made for an EDOX watch (***, Order No***), paid for USD$with credit cardOne day later, I made another purchase for an EDOX watch (***, Order: ***), paid for USD$with the same credit cardAll these purchases were made online via Ashford.com
These purchases were then sent to *** for delivery to Singapore
On Aug 2016, I received the first package EDOX (***) successfullyHowever, on ** Aug 2016, the second package EDOX (***) was received with just the watch caseNo watch was inside the case
Immediately, I contacted Ashford.com and ***
***’s initial investigation revealed that the watch was already missing when the package first arrivedThey had photographs of the package and further investigat

I have purchased two watches from Ashford, an automatic Hamilton and an automatic EDOXBoth watches arrived quickly, in pristine condition with papers and to date have functioned as describedBatteries are not an issue as these are mechanical watches but perhaps all the battery complaints are due to the following; If the watch is sealed as new many distributors are reluctant to open the watch (unless it is a used item) and therefore you may get a watch with a poor or non-working batteryHence if the watch is quartz and inoperable you go to a reputable jewellery store, save yourself a lot of hassle, pay about $and get the battery tested and replacedThere are usually only reasons a quartz watch does not work or operates intermittently - a dead or low batteryCheck the battery before declaring the watch a dud or going to the hassle of returning the watch for a refund or dead batteryA quartz watch may fail to mishandling or purely because it is a dud in which case you need to deal with Ashford directlyI have not had to deal with their customer service for warranty or repair so I cannot comment on this portion of their service

I have unfortunately fallen victim to one of the multiple scams run by Ashford.comOn Nov **, 2016, I purchased Davidoff zino pens from this internet company-gold tone and silver toneUpon receipt of the pens, I discovered that they were all damaged, but two had significant damage, so I called the company to obtain a RMA for exchange of two of the four pensI had taken the time to explain in DETAILS to the customer service agent by the name of Mayra G, who is not all there and carried a repugnant attitude When I received my (first) replacement in early december, 2016, to my surprise, the 'shipping department/warehouse" only sent ONE replacement and it was significantly damaged as well This is perhaps one of the SCAM ashford runs to blatantly rob their customers I of course contacted customer service immediately to clarifyI was in turn told by another customer service agent that the incompetent Mayra G, customer service agent who issued the first RMA only entere

I ordered a Fossil watch from Ashford.com and was sent a sales invoiceI deleted this invoice by mistake (my problem)Since then I have sent emails to both
***
and
***
requesting they provide me with the sales ID number so I can track my purchaseI provided Ashford with all my relevant detailsI also sat on Ashfordd Live Chat line for over an hour this morning and each minutes Live chat was updated and at one stage told me I would be contacted within secondsDidn't happen and minutes later still nothing happened so I closed the Live Chat as I had to leave for an appointmentThat was at 6.21am AEDTIt is now 8.37am AEDT and I've had no responseOne poor Customer Service experience I can forgive but I know tried to contact Ashford times (plus the NON Live Chat) and still have had NO responseThat's unforgivable
To say Ashford's Customer Service is horrid would be a gross understatement

I placed one oder on ashford.com, the oder number is ***, but I found I used a wrong payment and wanted to change it to anther credit cardBut online representive told me that I can not do any change and can not return them if I do not like itShe said it was final sale, but there was no any notification when I placed this order

I purchased a watch on 7/**/online and received it a couple of days laterI opened product and it looked good so I had it sized to fitwithin hours it stopped functioning correctly and I put in a watch winder overnight and still only worked for hourI called customer service and they told me to manually wind 40-times which I did with no luck so I sent it back for repairweeks later I get the watch back and the same thing happened immediatelyI have many automatic watches to know this is a lemonI called again and they said oh just send it backI have yet to wear the expensive watch I purchased and do not want to keep sending it back for the same thing to keep happeneingI spoke to a representative and they said they were sorry and a manager would contact me back for sure todayI called twicw and manager has not been available and now they are telling me she probably wont get back to me todayI want my money back or an exchange for another watchThey are playing m